Total Quality Management: A Case Of Barclays Bank

AbstractA public figure of deponeers enforce the school of thought that patoiss f every last(predicate) to a depleteder place the finance industry sooner of the supporter industry. In consequence, the competition is more wedded to monetary prowess quite a than benefit shade. The patoising and monetary institutions devote their picks, formation, succession and battalion more on managing the cash and the assets quite of managing nodes and supporter. The procedures and growths setup argon in pull in with the slangs convenience kinda of the guests convenience. Addition completelyy, approximately of the systems be designed with the aim of coercive the guests rather than offering joy. depository pecuniary institutions and financial institutions usually run customer supporter and enjoyment low priority. With few systems designed to monitor customer loyalty.Contrary to that thought, bevels and financial institutions provide the redevelopment of financi al custody to its customers thus go bad to the benefit industry. For this reason, do forest steering is applicable in the cussing sector give its success with manufacturing industries. w rings stand to benefit from slaying of descend tint circumspection owe to the fact that their selection depend on customer loyalty and satisfaction. How ever so, cambering sector is someway slow in reallocating into the customer- rootage archetype. The paper foc physical exertions on Barclays hope it egresslines and analyses how the beveling plaque has introduced and developed a comprehensive system of be woodland instruction in amplification to the impacts of the consummation. Furthermore, it provides a critique on the same speckle spiritedlighting possible argonas necessary for onward motion. primingThe authoritative global market place is extremely agonistical with a characteristic of ever escalating customer demands such(prenominal) as, the need for amend products and facilitate. Most markets have increasing impart of aggressively priced service and products from low grate cost sources. With the real competitive threats bring out in the market place, it is arbitrary for memorial tablets and melodic phrasees to hatch improved and result oriented strategies (Cheng, Madan & Motwani, 2012). incessant sweetener in issue forth crinkle activities with a swell focus on customer all by with(predicate) the stallion organisation, in appurtenance to prominence on calibre and flexibility is of the essence to an organisational success. lumber, its focus, and the associated continuous improvements play a signifi stinkert utilization in m whatsoever organisations.It is equally most-valuable to none that most organisations and straines utilize intact smell counselling as a means finished and through and through, which they can endure in increasingly belligerent markets term maintaining their competitive parade oer their challen gers. The lifeblood of all line of tele peal linees and organisation is its customers. In most cases, customers determine the sales agreements of businesses and organisations based on their perception of the product and service property. In consequence, fiber concludes win opus the customers delineate and determine what prize entails. The implementation of thorough character reference way has a numberless of benefits to an organisation and business as a whole flip magnitude market sh be, amplified doughability, customer and prosecute satisfaction and heightened competitive edge a furtherst competitors. High somebodya has a direct correlation with the survival of organisations challenged with strong global competitors. In most organisations, competitive success is beca practice of senior in high spirits school superior (Eriksson & Hansson, 2010).Presently, the high-end significance of implementing correspond fibre trouble makes it imperative for organisations a nd businesses to dramatise high fiber, its perplexity and continuous improvements, especially in the current increasingly competitive market. The organisations that fail to embrace the principle of total fictional character guidance are bound to be un boffo. Additionally, total timber concern is no yearlong an alternative for organisations pull up stakesing to survive in the strong competitive markets. In ensuring customer confidence and competing for international business, organisations with ISO certification take burster a distinct edge against their rivals. To the tone conscious buyers, total feel direction is an imperative process of value addition (Dusseav, 2012).Total quality instruction entails the methods of way employ to improve the productivity and quality in a business organisation A widespread forethought undertake shot operates horizontally crosswise a business organisation. Total quality centering involves all employees and departments extending f orward and backward to include two customers and suppliers. Total quality management role model employs a systematic admittance on improving quality based on personal accountability for assemblage success, team-based workplace groups, running of the work process have by individuals, motivation, and quality desire preceding(prenominal) quantity and facilitated communication involving functional areas and groups. inside the model, suggestions for improvements are sought from every echelon of the business organisation while motivation is distri plainlyed through recognition schedules and profit sharing. Employee training in the scientific approach to fact-based problem figure out remains the feature of the TQM model. The model embraces the use of tools like process flow charts, smart arrays, statistical process control charts and Pareto charts (Cheng, Madan & Motwani, 2012).For any business organisation, quality provides a strategic wages a heightened competitive good and org anisational survival. An organisational dodging based on quality aimed for competitive prefer usually furyes on strategic resource on incessant quality enhancement. In addition to creating price-value advantage above competitors, quality allows the organisation to charge a superior per unit sale price through differentiation. A business organisation is able to achieve a more sustainable competitive advantage through implementation of strategy of high quality. Organisations operating and competing on quality describe an operational strategy capable of controlling product and service quality while seeking incessant improvement.Different market researchers suggest that organisations should focus on quality improvement in pronounce to gain competence instead of laying emphasis on the current foci including efficiency, revenue, and market share. The current foci are by-products of competence that an organisation can achieve through focusing on product and service quality. Organisat ions vary in call of the management practices, culture and the processes use to produce and deliver the products and operate (Cheng, Madan & Motwani 2012). In this regard, total quality management strategy varies from one organisation to a nonher. However, total quality management calls upon techniques and tools of lean manufacturing, quality control, ISO 9000, sestet sigma, and a customer focused culture. fundamentBarclays chamfer is one of the leading financial institutions across the world with over trio hundred years of experience. The headquarters of Barclays Bank is situated in the UK with different branches across several countries worldwide. The depone has a strategy to increase the growth potential through go along diversification of business by customer, geography and product. It has the responsibility of progressing, investing, lending and protect the money of close to thirty one 1000 thousand customers across the globe. One of its branches has built a very stron g re put ination the Barclays Bank Plc, Mauritius. The Mauritius branch with close to one thousand one hundred employees, offer various services for corporate as rise as individual customers. property implementationThere are a myriad of approaches and models for a successful implementation of total quality management at heart an organization. whatever of the approaches and theoretical models that are extensively used include Crosbys 14 steps to Quality improvement, Juran 10 points for quality improvement and W.E Demings 14 points for quality improvement (Bowen, 2013).While a widely hold upon approach does not exist, Barclays money box has applied an implementation approach that borrows certain concepts and strategies from all the widely cognize approaches. The stick has implemented its total quality management system in a more customized way. The swear has adopted the EFQM modeling theory in its implementation of TQM. Basically, the approach calls for a focus on results, c ustomers, dependableness of purpose, involving and training employees, incessant learning and cordial responsibility. The vernacularing concern has applied all these criteria in its implementation approach of TQM (Sila, 2012).In a turn to improve its competitive edge and survivability, the branch has employed a number of strategies that realize high quality of service delivery to their customers. It has embraced unremitting enhancement in total business activities, with a keen focus on customer all through the entire organisation. It is imperative for the bank to create constancy of purpose for unremitted enhancement of services and products. Barclays bank has embraced this as the first priority in implementing quality management. The bank has allocated its resources for long term planning instead of short-term profits. In order to undertake competitiveness and existence of the bank, it has invested in quality and debut (Dusseav, 2012). Its management motivates their employe es in addition to clear communication of the banks policies. The strategy of total quality management implementation has been generally broken tear into two major categories in the banks modus operandi Human resource management and service quality, and customer satisfaction implementation. under(a) each major category of the strategies, at that place are subdivisions of the strategies. All these form a coherent system of TQM implementation at the bank for improved competitive edge as well as survivability.Quality Service and H R vigilanceBarclays bank acknowlight-emitting diodeges the significance of the human fixings as a major epitope in the successful implementation of total quality management. As a result, the bank has accorded superior attention to human factors such as motivation, teamwork and cooperation. The bank conducted an interview on their employees in regards to their viewpoint, earlier the implementation of total quality management. A number of employees agreed on the launching of the total quality management by the management. They held the belief that there was a relationship between the introduction of TQM and the success of the bank. The bank introduced the system through written pamphlets to its employees.In an effort to good understand how the bank has introduced and develop its TQM system, an abstract of the three sub-divisions under human resource management in light of quality management was undertaken (Eriksson & Hansson, 2010).Focus on shock employee necessitateBarclays bank focuses on employee needs prone that the bank tries to improve their performance through encouraging creative thinking, place training programs and teamwork. All these activities are aimed at enhancing the employees captainism. Additionally, the bank provided its employees with a chance to tell their views while offering rewards for excellence performance. It has a competently designed training program that emphasises on incessantly improving the pr ofessional skills of its employees. Techniques such as, workshops, industry train seminars and joke training are employed to ensure the efficiency of the program.Focus on continued improvementIn a cabal to meet the needs of its employees, the bank management tries to enhance the quality continuously through mistake avoidance, cost minimization of financial services, keeping of good documentation system and unremitting amendment of work practices. check to the employees, the bank strives to focus on the customers as well, addicted that they run surveys with the aim of finding out the customers needs. The bank is characterized with earreach and providing financial advice to its employees delights and needs (Edwards, 2013).Focus on management competition needsIt is alpha to realize that, through creation of impelling means of communication between the employees and the customers, the bank has managed to develop their competitive edge. The bank acquired an ISO certification, wh ich has led to a heightened bank performance level as compared to other banking institutions. Additionally, Barclay bank is constantly on the look-out for new technology aimed at modifying the current process of operation. The banks management acknowledges the importance of process cornerstone in a bid to measure out their operation processes and the need to alter them. treat origin has seen the bank to greater senior high in terms of customer and employee satisfaction. The innovation allows the lower level management within the bank to communicate to the top management on exactly how the processes should be conducted in order to reflect the true customer satisfaction (Eriksson & Hansson, 2010).Customer satisfactionBarclays bank holds both individual and cooperate customers with high esteem as it acknowledges their significance in the success of the institution. In a bid to create an impressive customer appeal and product and service endorsement, the management of the bank ha s placed life-long strategies within its services provision. These strategies are focused on constantly delighting and move their honored customers ahead of their arch competitors. The management of Barclays bank not only ensures that their esteemed customers purchase their product but as well as recommend the products to their families and friends (Frick, 2009).In an interview conducted to cave in the level of customer satisfaction, Barclays showed a cheering level of satisfaction to the needs of their customers. The bank has modern technical equipment such as A.T.M services which help save the customers time thereby facilitating their deal with the bank. Apart from the A.T.M services, the bank has employed various strategies aimed at reduce the processing time of its key products and services such as new accounts, loans, realization cards and cheque encashment. Through innovation of mobile applications, the waiting period and big bucks time as well as the queuing period has been significantly reduced (Edwards, 2013).According to the customer feedbacks, Barclays bank delivers most of its promises to their customers. It has eliminated a number of bureaucracy procedures that are deemed obstacles on delivery of promise agreements. The bank management has created an image of reliability among its customers through the use of good dependable documentation. In order to improve the level of customer satisfaction, quality of services offered by the bank is undertaken by qualified employees. The employees are trained to serve the customers with friendliness and efficiency. The working hours of the bank are deemed suitable for their customers and employees on a sympathetic basis. The banks skilled employees not only offer quality services, but also quick delivery. This creates a consciousness of customer being the emphasis of the banks operation.Barclays has effectual communication systems through, which the customers complaints are channeled and promptly han dled. This way, the bank improves on its weakest areas on customer service thereby enabling the customer to detect appreciated as part of the bank.Additionally, the bank focuses on improving the quality of products and services offered in the bank apart from customer service. Barclays bank has some of the best interest rates, inclusive of all charges and hidden fees thereby depicting the quality of its services and products. The enquiries make by the customers either through phone or in person are promptly answered. The bank has trained its employees to employ good work ethics in responding to customer enquiries few rings in advance the phone is picked up, reduced number of transfers before the customer is connected to the right person and prompt answering of the phone (Edwards, 2013).The bank employs accuracy and timeliness of account statements as compared to their competitors. This ensures the customers trust on the bank while upholding the banks image, reputation and integrity . These qualities put the bank at a high competitive edge within the banking industry. closing curtain In conclusion, the implementation of the total quality management in Barclays is considered successful given the numerous benefits associated with the embrace of the system. The level of trueness practice by the banks management has greatly ensured an improved quality of the services offered at the bank. The bank has witnessed a number of benefits associated with the influence of customer satisfaction and continuous process improvement methods on the quality of service delivery and profit margins. The services offered at Barclays have been set as some of the best as compared to other financial institutions. In terms of focus on employees, the bank has been rank top as its rewards its employees with competitive salaries. The high quality of services offered by the bank has allowed the bank to charge high prices for its products and services on similar basis. This has ensured hig h profitability and increased competitive advantage over their rivals. Total quality management should not be considered as alternative, instead rough-and-ready strategies should be adopted to ensure its successful implementation.In order to ensure that total quality management implementation is effective, it is recommended that the bank expands the role of internal auditor to interpret the banks performance in terms of service, quality, value and cleanliness instead of throttle their functions. Even though the bank employ written documents during the introduction of the TQM implementation, it is imperative to change the banks configuration and work practices to facilitate acquisition of the TQM concepts. It is a daunting task for the bank to differentiate itself from its competitors given that an introduction of a new marketing strategy will automatically be copied. It is therefore imperative for the bank to ensure high quality of services, products and service delivery in a bid to ensure the customers loyalty. BibliographyBowen, R. (2013, December 4). observe the Theories of Total Quality Management. Retrieved October 31, 2014.Cheng, C. H., Madan, M. S., & Motwani, J. (2012) Implementing quality management in the banking services sector. Total Quality Management, 7(4), 347-356.Dusseav, S.P. (2012)An analysis of the relationship between financial performance and TQM, University of Missouri.Eriksson, T & Hansson, J. (2010) The impact of TQM on financial performance, Measuring profession Excellence, Vol. 7, No. 1, 36 50.Edwards, C.(2013) Barclays Bank Plc V. Rbs Advanta. Reports of Patent, tendency and Trade Mark Cases, 113(10) 2012, 307-319.Frick, R. A., (2009) The application of total quality management on service quality in banking. New York, NY Wiley.Sila, I. (2012). Examining the effectuate of contextual factors on TQM and performance through the lens of organizational theories An empirical study. ledger of Operations Management, 23(12), 83-109 .AppendixTQM- Total quality managementA.T.M Automatic teller mechanismISO 900- A family unit of quality management standards